Principal Solutions Engineer, West

As a Principal Solutions Engineer, you'll be at the forefront of the AI transformation in customer experience. Partnering with Sales Directors, you'll serve as both a business consultant and technical expert, guiding prospective customers through the discovery, design, and validation of Cresta's AI-powered solutions. You'll connect deeply with customer stakeholders to understand their business goals, technical environments, and operational challenges, and architect intelligent solutions that combine the power of LLMs, SLMs, and real-time AI assistance.

Responsibilities

Act as a consultative partner to customers, uncovering business objectives, technical environments, and operational challenges to map them to AI-driven solutions; Act as a consultative advisor to prospective customers, uncovering operational workflows and strategic goals to design solutions leveraging Cresta's real-time AI capabilities, including virtual agents, agent assist, and conversation intelligence; Lead technical discovery sessions to understand customer systems, including contact center infrastructure, telephony and IVR architecture, and CRM/workforce management platforms; Qualify and translate customer requirements into robust, scalable Cresta configurations, ensuring alignment with business value and technical feasibility; Design and deliver tailored product demonstrations highlighting how Cresta's AI-powered virtual agents, real-time coaching, and analytics deliver measurable business outcomes; Own the technical design and delivery of proof-of-value (POV) engagements, including integrations, real-time coaching workflows, and virtual agent use cases; Run ROI workshops and build business case models connecting Cresta's capabilities to quantifiable customer impact (e.g., cost reduction, efficiency, CSAT); Provide insights based on experience with AI technologies, contact center transformation, and customer success strategies; Serve as a technical liaison between Sales, Product, and Engineering, providing feedback on platform capabilities, customer needs, and market trends in AI, NLP, and contact center transformation; Stay current on emerging technologies, including LLMs, SLMs, retrieval-augmented generation (RAG), speech recognition, and contact center AI platforms

Requirements

7+ years of experience in customer-facing roles, including 1–3 years in pre-sales, solutions engineering, or consulting within the enterprise software or contact center industry; Deep knowledge of contact center solutions, including telephony architecture (SIP, SBCs, ACDs, IVRs) and CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect); Strong understanding of AI/ML technologies, especially large language models (LLMs), small language models (SLMs), and how they are applied in conversational AI and agent augmentation; Experience with real-time systems, CRM tools (e.g., Salesforce), analytics platforms, and SaaS solution architecture; Ability to design and communicate complex solutions clearly to both technical and business audiences; Consultative mindset with a proven track record of leading strategic conversations, influencing stakeholders, and tailoring solutions to business goals; Fast learner and self-starter who thrives in high-growth, high-collaboration environments; Enthusiastic about Cresta's mission and motivated to help customers unlock value from AI; Embodies Cresta's core Operating Principles

Benefits

Comprehensive medical, dental, and vision coverage; Flexible PTO; Paid parental leave for all new parents; Retirement savings plan; Remote work setup budget; Monthly wellness and communication stipend; In-office meal program and commuter benefits for onsite employees; Variable target compensation with potential to exceed target earnings; Equity